After Hours On-Call Coordinator, Inbound, Outbound

Job Description:

• Answer incoming calls from patients, caregivers, family members, and any other parties who reach the home care agency after hours.
• Listen to each caller's concern and take the appropriate action to resolve it.
• Learn and follow agency processes for common situations.
• Handle emergency and urgent situations calmly, and escalate to managers, supervisors, or other parties when needed based on the training received.
• Receive and respond promptly to calls from stakeholders including patients, caregivers, family members, and insurance providers, and complete the task each call requires.
• Log all calls accurately in the ticketing system and document the action taken.
• Triage incoming calls by urgency and route them to the correct party when escalation is needed.
• Follow up with caregivers to confirm coverage and communicate shift changes to the appropriate parties.
• Provide clear, reassuring communication to families and keep records updated for the daytime team.
• Conduct outbound shift confirmation calls to verify scheduling and attendance.
• Perform data reconciliation and prepare accurate reports.
• Handle non-patient-related calls and provide administrative support as needed.
• Perform other duties related to the position as assigned.

Requirements:

• Proficient level of English (written and spoken).
• Proficient level of Spanish (written and spoken).
• Excellent professional and communication skills, allowing for effective collaboration with clients, vendors, and teammates.
• Customer care or customer service experience is required.
• Experience in a healthcare environment is a strong plus.
• Ready and able to answer calls promptly, with a warm and friendly approach, and to own each situation from start to finish.
• Proactive, sharp, and a quick learner.
• Patient and calm under pressure, with the ability to speak with upset or frustrated callers and de-escalate professionally.
• Comfortable and respectful when speaking with elderly callers.
• Reliable, organized, and able to follow procedures accurately.
• Strong attention to detail and ability to manage multiple tasks in a fast-paced environment.
• Ability to quickly learn new systems, software, and workflows.
• Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management).
• Positive attitude and the ability to learn and adapt quickly.
• Ability to understand and follow established processes accurately with minimal supervision.
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
• Interested in long-term career opportunities.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

Benefits:

• 100% remote work